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Business Operations Analyst / Applications Administrator

Company: IQ Fiber
Location: Jacksonville
Posted on: May 28, 2023

Job Description:

The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. - IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. - As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. - Your work matters here. - We're looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. - In return, you'll find a place where your voice matters. - You'll find a team who works hard and has fun. - And, if you're like us, you'll know you made a Smarter career choice. - Position Summary:Located in Jacksonville, FLOur Business Operations Analyst/Applications Administrator is a hands-on support role, responsible for analyzing existing business processes and collaborating with Customer Operations Team members to identify opportunities to improve customer experience and process efficiency and effectiveness. - This role is also responsible for day-to-day administration of our SaaS-based back-office applications, including providing software configuration, end-user support and application administration to the organization. This position is critical in ensuring we are effectively leveraging the capabilities the software has to offer to support the needed business processes and reporting.The individual will serve as the interface between cross-functional teams and work with a range of business users to establish business requirements, design, configure, enhance, test, and troubleshoot our CRM, ordering, provisioning, scheduling, and ticketing systems. - This role is also responsible for the administration of our contact center phone systems. - The successful candidate will be experienced in supporting various business applications such as CRM, billing, order management, scheduling, contact center software, service provisioning, ticketing, and reporting.Essential Duties and Responsibilities:

  • Manage the day-to-day operations of the various SaaS based back-office applications which include CRM, order management, scheduling, dispatch, provisioning, billing, reporting, and contact center applications.Collaborate with cross-functional stakeholders to drive process definition, improvement and optimization efforts and identify opportunities to further leverage our business technology platforms. - Acquire thorough understanding of operational purpose and need for our business technology platforms to assist end users in software best practices and ensure applications are operating as designed and resolve any gaps.Develop and standardize internal process documentation, including operational workflows, application configuration, data dictionaries, training, and support related material for users.Analyze the impact of potential application changes on existing processes and functional teams and act as a change agent to lead, facilitate, and manage change within impacted departments including creating communications and training materials when necessary.Serve as initial point of contact for assigned applications. Receive, analyze, and evaluate change requests to determine cross- application and business process impacts.Work with vendor technical resources to implement customizations, moves/adds/changes and scheduled releases.Solicit requirements from business stakeholders and convert them into functional requirementsDefine appropriate system configuration to meet business requirements.Provide support for end-users with application inquiries.Identify potential software issues, formalize steps to recreate these issues and provide that information in a clear manner to the software vendors and end-users to find a quick-fix or solution.Triage, prioritize, escalate, and execute resolution on support requests in an organized, efficient, and expedited manner.Provide ownership and regular updates on service requests to end-users, until request has been resolved.Analyze, test, and implement new or unused features and functionality when applicable.Create and maintain documentation as needed to support user acceptance testing, training, deployment, and end user supportFacilitate user acceptance testing exercises with end-users for configuration changes, application upgrades, integrations, etc.Develop and maintain reports and dashboards.Create and update system roles as needed and ensure end users have the appropriate role and permissions assigned.Stay current on new features and functions as they become available.Perform other duties as assigned.Qualifications:
    3+ years of experience as Business Analyst (or similar role).
    • 5+ years' experience supporting various business applications such as CRM, billing, order management, scheduling, contact center software, service provisioning, ticketing, reporting, etc. -
    • Experience configuring, administering, and supporting cloud-based Software-as-a-Service (Saas) applications.
    • Strong understanding of CRM best practices and functionality.
      • Experience managing release/upgrade cycles for business support applications.
        • Excellent business analysis, problem solving, strong verbal and written communication skills and confidence interacting with all levels of professional staff. Experience with advanced configuration tools and subject areas (entities, forms, views, workflows, business rules, security roles, etc.) preferred.Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving.Self-motivated with ability to work independently in a fast-paced environment without supervision.Ability to identify inefficiencies and provide solutions to improve our systems and processes.Proven ability to design and implement new processes and facilitate user adoption.Proven ability to identify, troubleshoot, and resolve application problems, using critical thinking and analytical skills under limited supervision.Willing to learn, adapt and evolve with the team and company and develop new skills quickly.
        • A customer-first, troubleshooting mindset with demonstrated ability to provide exceptional internal customer care with a strong sense of ownership over results. Existing knowledge-based documentation skills, with the ability to articulate knowledge to non-technical staff in both written and verbal communications.
        • Excellent end-user interaction skills and ability to effectively communicate complex concepts in a simple, straight forward manner. Capable of working with and answering technical questions from technical and non-technical users.
          • Very strong work ethic and team player with a positive "do what it takes" attitude
            • Proficient in leadership, customer relations management, performance management, process management, data analysis, problem solving, effective communication and technical proficiency.
              • Telecommunications or logistics industry experience a plus.
              • Bachelor's degree in computer science, information systems, or related field, preferred Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.Powered by JazzHR

Keywords: IQ Fiber, Jacksonville , Business Operations Analyst / Applications Administrator, Professions , Jacksonville, Florida

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